We are a successful provider of SaaS solutions, helping medical device companies to spend less time on documentation. 5 global top 12 medical device manufacturers rely on our SaaS products.

Learn more about us: https://matrixreq.com/

Our Customer Support Engineer shall receive and resolve our customer's issues via ticketing, phone and email. This role requires excellent customer service skills, strong intellectual agility & hands-on tech skills.

This job is a great opportunity for the successful candidate to enhance their Customer Support Engineer career, learning from a supportive, experienced & motivated team. We can offer clear progression & great exposure to an exciting & growing industry.

What you'll do:

• Respond promptly to all inbound support tickets and emails
• Troubleshoot technical issues & thoroughly communicate them to the software team.
• Identify, test, and verify uncovered bugs, clearly documenting processes.
• Create and maintain articles, videos, and other documentation in our support library.
• Serve as a liaison between Customer Success, Product, and Software Development.
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer-focused initiatives.
• Participate in testing new features and releases.

All about you:

• 5+ years experience in a software/SaaS Customer Support Engineer role.
• A strong degree of patience & empathy for the customer support experience.
• Excellent communication skills with the ability to support customers via email, phone, videos, or screen shares.
• Exhibit strong team-oriented interpersonal skills with the ability to interface with the Customer Support Engineer team & also cross-functionally.
• Ability to successfully manage your time, balancing multiple support tickets with varying levels of priority and urgency
• Native or business-level English (French and/or German proficiency is a strong plus)

What we offer:

• A 100% remote position with truly flexible working hours.
• The opportunity to work in a diverse environment within our skilled customer support team.
• Abundant opportunities with continuous learning & fast career growth in a SaaS start-up.
• Work within a flat organisational structure, allowing close collaboration and communication between management and our support engineer team.
• A competitive & motivating salary with a quick start date is on offer; we want the best.

MatrixReq thinks big. Do you?

We like to solve problems, take the initiative, pitch in when needed, and are always up for trying new things.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!